Vodacom insurance is a ******* and don’t respond To queries

I opted in for Vodacom insurance a year ago when I upgraded my cellphone contract. I filled in the forms and spoke to an agent as well, which asked me to email it to them to process. My phone broke in December 2019 in which I immediately took the phone in for repairs at Vodacom Repair shop and they quoted me and I informed them that I dont know if the insurance works as I havent heard back from the agent. I emailed the agent immediately to enquire about the insurance in which they never responded to me. The quote from vodacom repairs was very high and I had to decline it since I wouldn’t be able to pay that amount out of pocket. Suddenly in January/ Feb 2020 I noticed debits for the device insurance on my Vodacom bill and I called immediately to ask if the insurance is active since it suddenly is debiting after all this time. The agent on the phone said yes and I asked if I can take in the phone and they indicated I can. So corona happened and I havent been able to take in the phone. I took it in, in July and told Vodacom repairs they must check if the insurance is active and they confirmed it is, I explained the situation and they told me they had to reinspect and requote the device to submit to the insurance. Two days later I receive an sms to check the insurance claim status and it indicated declined. i called the insurance immediately and they informed me its due to usage, I told them that I couldnt leave my sim card in the broken phone as I need to use the airtime the past few months, and then explained to them why I am only claiming now. They told me to email them the old quote from December and also the email in which the initial agent never responded on. Long story short, they still haven’t responded to that email. Today I called them again to ask whats the status on this situation and they told me no this will still be declined and they are unable to help me, and I must escalate the matter. Then I told them I did escalate it and they just said it doesnt matter it still would be declined. Then I had a rant as why did the previous person asked me to send the stuff if its for nothing as I thought it was being escalated. The lady suddenly just said nothing on the phone and didnt bother to refer me to anyone that can help. So now I have a broken phone and an insurance package for this broken phone, what a waste of money